Ciena Hiring for Associate, GTS - Global Product Support

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#Ciena Hiring for Associate, GTS - Global Product Support

SPECIFIC RESPONSIBILITIES
Provide remote technical support (via telephone or on line) on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.    
Review with senior engineers issues found in the field and assist Communication with  Design and Supply Chain on problems found
Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
Provide Customer feedback  to  Quality Assurance, Design, Product Management, Technical Publications and Training
Contribute to publishing of MOP/ISB/FSB documents.
Contribute to knowledgebase.

CANDIDATE PROFILE
Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
Ability to  analyze, trouble-shoot and resolve problems
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
An understanding of transport and switching systems for telecommunications applications and Optical Networking
Familiar with various types of test equipment for optical and protocol testing
System level trouble shooting on fiber optic telecommunications transport and switching equipment.
Good foundation knowledge of OTN, SONET/SDH and DWDM and a general understanding of other Switching/transport concepts are required.
Knowledge of computers, data communications, UNIX SUN/Oracle and IP network experience would be a benefit.
Experience with network management systems would be beneficial
Strong  background in relationship building and Customer focus
Team player
Ability to deal with  stressful situations
Must have the ability to communicate in English language both verbal and written

EDUCATION AND EXPERIENCE
Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience
Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
Basic problem solving experience with OTN/SONET/SDH equipment or associated fiber optic facilities.

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